Amex GBT details its first AI projects

The company spent much of the year developing its strategy and conducting experiments. Now the focus is shifting to implementation

Amex GBT started the year with an AI policy and oversight committee that included key departments. They built a secure internal platform using third-party generative AI for employee experimentation, prohibiting the use of public AI tools to ensure data privacy.

Key takeaways

• The first initiative is a tool to help travel agents quickly summarize lengthy travel policies, which can often exceed 20 pages;
• Another project focuses on email service, where AI analyzes customer emails, identifies details such as flight, hotel, and car rental requests, and matches them to relevant company policies. It then suggests the top three options, allowing agents to make adjustments before finalizing the customer's quote;
• While experimenting with AI can be exciting, Amex GBT remains focused on business priorities, ensuring that only projects with a solid business case make it into development.

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